Call Center Data

Calls received: 34,704
Average abandonment rate: 1.57%
Average speed to answer: 1:24 minutes
Average handle time: 10:43 minutes

Calls received: 31,308
Average abandonment rate: 0.96%
Average speed to answer: 44 seconds
Average handle time: 11:08 minutes

Calls received:37,350
Average abandonment rate: 2.96%
Average speed to answer: 2:20 minutes
Average handle time: 11:31 minutes

Calls received: 37,150
Average abandonment rate: 14.98%
Average speed to answer: 11 minutes
Average handle time: 11:28 minutes

Calls received: 38,115
Average abandonment rate:19.15%
Average speed to answer: 14 minutes
Average handle time: 11:13 minutes

Calls received: 37,533
Average abandonment rate: 29.83%
Average speed to answer: 24 minutes
Average handle time: 11:40 minutes

Abandonment rate: 53%
Average speed to answer: 43 minutes

KanCare is closely monitoring the KanCare Clearinghouse to make sure that members and stakeholders are able to talk to someone quickly when they call with questions. The following data is included:
1.) Number of calls received.
2.) Average speed to answer a call (how long it took for a Clearinghouse employee to answer the call).
3.) Average handle time (length of time a Clearinghouse employee worked on a call).
4.) Average abandonment rate (how many callers hung up before talking to a Clearinghouse employee). 

In April, the KanCare Clearinghouse saw call volumes above the increase that was expected. KanCare took steps to reduce wait times and abandonment rates for callers and saw a decrease in both caller wait times and call abandonment rates in May. KanCare continues to work with the call center vendor to decrease wait times and abandonment rates. 

To give an accurate picture of the KanCare Clearinghouse, the week with peak activity in April has been averaged. All call center data for the month of May has been averaged.